Customer Service & Scheduling Specialist Resume Title
Resume:
Ebony Alexander
Wood River, IL *****
****************@*****.***
Professional Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Authorized to work in the US for any employer
Work Experience
Surgery Scheduler
SSM Health-St. Louis, MO
October 2023 to Present
Take incoming calls from clinics and families to schedule/reschedule patients' surgeries Handle insurance calls for prior authorization approvals Coordinate procedures from other medical departments Make outgoing calls to families with surgery instructions Communicate with doctors and nurses on needs/equipment for procedures Complete and fax over the document to DCFS for surgery consent for the patient’s surgery Familiarity with CPT coding
Knowledge of medical terminology
Utilize an Excel spreadsheet to keep track of scheduled patients Utilize Epic to retrieve patient information, communicate with patients, and staff Internet Repair Specialist
Spectrum-Brighton, MO
September 2022 to April 2023
Conducted predictive and preventive maintenance and created work orders to request repairs for defective equipment.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service. Identified needs of customers promptly and efficiently. Exceeded customer satisfaction by finding creative solutions to problems. Answered inbound calls to assist customer's with troubleshooting steps to repair internet Updated customer information when needed
Took payments on customer accounts
Billing Specialist
Comcast-Tinley Park/Remote, IL
July 2020 to September 2022
Answered product questions with up-to-date knowledge of sales and promotions. Developed customized sales techniques to successfully sell and upsell services to new and existing clients.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service. De-escalated problematic customer concerns, maintaining calm, friendly demeanor. Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Set up and activated customer accounts.
Educated customers on special pricing opportunities and company offerings. Consulted with customers to resolve service and billing issues. Asked probing questions to determine service needs and accurately input information into electronic systems.
Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Assisted customers with making payments or establishing payment plans to bring accounts current. Call Center Team Lead
Insight Global-Naperville, IL
August 2018 to June 2020
Encouraged team members to improve productivity and service levels by modeling correct behaviors and coaching employees.
Directed team of 13 associates handling 75 calls.
Resolved team support issues with efficient approach to keep call center operating smoothly and customers satisfied with services.
Managed customer concerns with calm demeanor and knowledgeable service. Produced reports outlining information such as call duration and customer satisfaction levels. Referred unresolved customer grievances to designated departments for further investigation. Monitored team calls to give feedback during weekly coaches Customer Service Associate
Payday Loan Store-Bolingbrook, IL
April 2016 to August 2018
Addressed inquiries, resolved customer issues and managed customer relations. Handled large amounts of cash and balanced cash drawer daily within prescribed balancing guidelines. Met and exceeded productivity targets by handling every interaction with top-notch customer service. Maintained customer privacy and protected company operations by keeping information private and confidential.
Answered customer inquiries involving rates, products and loan application status to facilitate quality customer service.
Educated customers on variety of loan products and available credit options to promote valuable decision-making.
Met with applicants to obtain information for loan applications and answer questions about process. Submitted loan applications to underwriter for verification and recommendations. Collected past due loans, keeping credit and collateral exceptions within policy ranges. Customer Service Representative
Xerox-Bolingbrook, IL
February 2015 to April 2016
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service. Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Remained calm and professional in stressful circumstances and effectively diffused tense situations. De-escalated problematic customer concerns, maintaining calm, friendly demeanor. Set up and activated customer accounts.
Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Assisted customers with making payments or establishing payment plans to bring accounts current. Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Education
Proviso West (High School Diploma)
University of Phoenix-Online Campus-Phoenix, AZ
November 2024 to Present
Skills
File organization English Customer service Professional email communication Microsoft Office Attention to detail Maintaining patient confidentiality Achieving HIPAA compliance Insurance verification - Insurance verification experience (1-2 years) Data entry CPT coding Typing Warehouse experience Computer skills Shipping & receiving Health insurance authorizations Productivity software Medical Scheduling Professionalism Microsoft Teams Microsoft Outlook Client interaction via phone calls Medical terminology Troubleshooting Task prioritization Accounts receivable Microsoft Word Collaborate with healthcare professionals Medical office experience Accountability HIPAA Customer Service Microsoft Outlook Inbound and Outbound Calling Technical Support Sales Expertise Call Center Operations Order Processing Data Entry Expertise Appointment Scheduling Phone communication Medical billing OR experience HIPAA compliance ICD-10 Medicare Communication skills Organizational skills
Certifications and Licenses
Driver's License
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